Analyst, Account Manager

Position Summary

The Account Manager is responsible for managing and supporting an assigned segment of one of Aetna International's largest and most complex global client relationships. This role serves as the primary point of contact for a defined group of client stakeholders within designated geographic regions, providing strategic account management, operational support, and consultative guidance to ensure a high level of service and client satisfaction.

Operating within a highly customized service environment supporting globally distributed populations, the Account Manager partners closely with client contacts, internal business partners, and external vendors to resolve complex issues, drive service improvements, and execute account strategies aligned with client objectives and organizational goals. The successful candidate will balance strategic relationship management with day-to-day operational support, while navigating complex healthcare and administrative challenges across multiple regions, cultures, and time zones.

• Serve as the primary account management contact for assigned client stakeholders within designated geographic regions, building trusted relationships and ensuring a high level of client satisfaction.
• Provide proactive account management support aligned with client objectives, contractual commitments, and organizational business goals.
• Lead client meetings, training sessions, and presentations, communicating operational updates, service enhancements, trends, and recommendations.
• Coordinate and resolve complex issues involving benefits administration, eligibility, claims processing, provider reimbursement, medical assistance, care coordination, and access to healthcare services worldwide.
• Partner with internal departments including Operations, Clinical Services, Network Management, Medical Assistance, Claims, Product, and Technology teams to drive timely issue resolution and enhance service delivery.
• Monitor service performance, client trends, escalations, and key performance indicators (KPIs) to identify opportunities for improvement and proactively address service risks.
• Support global healthcare access initiatives by collaborating with vendor and network partners to address provider access challenges and improve network adequacy within assigned regions.
• Identify service gaps, determine root causes, and develop actionable solutions to enhance the client and member experience.
• Develop and deliver ongoing education, training, and communication programs for client stakeholders to support a continuously changing population, ensuring awareness of benefits, processes, resources, and available services.
• Create and maintain educational materials, account resources, and training content to support onboarding and knowledge transfer for newly assigned client contacts and stakeholders.
• Ensure adherence to service level agreements (SLAs), standard operating procedures (SOPs), compliance requirements, and escalation protocols.
• Coordinate and support member-facing communications, educational materials, provider directories, client microsites, and other account-specific resources to ensure accuracy and alignment with client expectations.
• Serve as an advocate for client needs by effectively communicating priorities and business requirements across cross-functional teams.
• Support implementation of process improvement initiatives that enhance operational efficiency, consistency, and service outcomes.
• Maintain accurate account documentation, issue logs, service reports, and action plans to ensure effective communication, follow-through, and accountability.
• Manage time-sensitive communications and client requests across multiple geographic regions and time zones with professionalism, urgency, and responsiveness.
• Identify emerging trends, risks, and opportunities impacting client populations and provide recommendations to improve healthcare access, member experience, and overall account performance.

• 3 years experience in Client Relationship Management Problem Solving and Issue Resolution Customer Service Excellence Strategic Account Management Healthcare Operations and Service Delivery Cross-Functional Collaboration Executive and Client Communication Data Analysis and Performance Reporting Process Improvement Project Coordination

• Global Healthcare and International Benefits Knowledge Stakeholder Education and Training Vendor and Network Management Global Cultural…